IntouchCX, a global leader in customer experience management and automation, announced that IntouchAI, and its solution suite, has been named a Major Contender in the Everest Group Conversational AI and AI Agents in CXM Products PEAK Matrix® Assessment 2025.
This distinction highlights IntouchAI’s technology maturity, architectural depth, and ability to operationalize Conversational AI and AI Agents at enterprise scale across the customer and agent lifecycle.
The 2025 assessment introduced a more rigorous, AI-first evaluation framework, expanding criteria to include AI agents, autonomous orchestration, multimodal interactions, and agentic reasoning, while broadening the competitive landscape to include 26 global providers, including AI native technology companies.
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Within this increasingly technology centric landscape, IntouchAI strengthened its Market Impact position, distinguishing itself as a scalable CXM technology platform alongside pure AI SaaS and technology vendors. The recognition reflects IntouchCX’s continued investment in cloud native platforms, Conversational AI, agent assist technologies, automation frameworks, and advanced analytics, supported by proprietary technologies including SIDD, Mosaic Languages, Montage, Catapult, Vision Prism, and Superpunch.
“Our focus has always been on building technology that performs in real world, enterprise environments,” said Bob Cavanaugh, CTO of IntouchCX. “In a market crowded with new providers, emerging technologies, and competing approaches, IntouchAI brings clarity. It is a unified AI framework designed to cut through complexity, enabling orchestration, automation, and intelligence at scale while delivering consistent, measurable outcomes.”
At the core of IntouchAI is the SIDD platform, which enables autonomous and assisted AI agents through automated triage across channels. SIDD dynamically determines whether interactions are resolved by a fully autonomous AI agent, augmented through real time agent assist, or escalated based on intent and complexity. SIDD Solo powers Voicebots and AI Agents, SIDD Duo delivers in-interaction AI Agent Assist, and SIDD Studio enables orchestration, configuration, and optimization of conversational workflows at scale.
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Post-interaction technologies, including Catapult and Vision Prism, support continuous optimization through real time reporting, predictive analytics, and performance insights driving improved operational efficiency, reduced interaction time, and higher customer satisfaction.
“IntouchCX is driving innovation for enterprises that seek solutions to ensure swift deployment, seamless integration, and advanced conversational capabilities by delivering sophisticated solutions capable of resolving complex user queries across multiple channels, without necessarily involving complex integrations,” said Sharang Sharma, Vice President at Everest Group. “The Company’s commitment to enhancing user engagement and productivity, coupled with continuous product innovation, has secured its recognition as a Major Contender in Everest Group’s Conversational AI PEAK Matrix® Assessment for 2025.”
Everest Group’s PEAK Matrix® assessment is a proprietary framework for assessing the relative market success and overall capability of tech and tech service providers based on performance, experiences, ability, and knowledge. Each service and technology provider is assessed on both market impact – measured by revenue, number of clients, and year-over-year growth – and delivery capability – measured by categories such as scale of operations, scope, technology and innovation.
IntouchCX was previously recognized as a One of America’s Dream Employers 2025 and Canada’s Best Employers for Company Culture 2025 by Forbes, Major Contender and Star Performer in Everest Group’s 2025 Trust and Safety PEAK Matrix. IntouchCX has also been recognized as a Leader by the Frost Radar for Customer Experience Management in North America and as a Leader in the NelsonHall 2024 Vendor Evaluation & Assessment Tool report.
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Source – Businesswire
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